AI Success Strategist driving AI adoption and operational excellence for Zendesk. Leading AI roadmap delivery and ensuring measurable business impact for customers.
About the role
- Customer Success Manager managing targeted Vello customer relationships and ensuring adoption of software solutions. Collaborating with internal teams to enhance service delivery for IDEXX's Veterinary Software products.
Responsibilities
- Managing the relationship between IDEXX and a targeted subset of Vello customers
- Expanding the lifetime value of the customer
- Assisting with the setup and configuration of Vello along with integration features within practice management systems
- Providing education on best practices for Vello Client Communications
- Being the voice of the customer and focused on their continued success with IDEXX products and services
- Working closely with Sales Professionals, Product Managers, and Marketing Teams to develop strategies to maintain and expand account portfolio
- Utilizing a wide array of programs including Gainsight, Salesforce, GuideCX, JIRA, Outlook, Excel, etc. to plan, execute, and measure customer engagement efforts
- Performing variety of customer service activities for internal and external customers
- Providing information, resolving issues, and ensuring customer satisfaction
- Responding to customer phone and other communications, addressing questions/issues/problems/concerns.
Requirements
- 2-4 + years of experience in a customer focused environment
- Prior use / familiarity of ezyVet, Cornerstone, and/or Neo practice information management systems
- Strong customer facing inter-personal and rapport building skills
- Ability to have an open mind and a willingness to learn
- Savvy in use of Software as a service (SaaS) or web-based applications
- Understanding and comfort with sales positioning and marketing will be an advantage
- Time in veterinary practice or a solid understanding of how veterinary practices function required
- Ability to effectively communicate and collaborate with customers, management, and peers
- Ability to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily
- Ability to plan and prioritize work in a dynamic environment and make quality, timely decisions
- Effective listening skills that are utilized to discover customer needs and adapt your approach and demeanor to different situations.
Benefits
- Opportunity for annual equity award
- Opportunity for annual cash bonus
- Health / Dental / Vision Benefits
- Day-One 5% matching 401k
- Additional benefits include but are not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more!
Job title
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Degree requirement
No Education Requirement
Location requirements
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